KEN'S KORNER - JULY 2004
DISPATCH PRESSURE
By Author, Educator and Big City Driver Ken Skaggs

There are two kinds of dispatch pressure out there - legal and illegal. Legal is one thing, but there are a few companies out there who are pushing drivers to do illegal things, like cheating on their logs and driving shoddy equipment. Most companies do everything legally (from their point of view), but even then, sometimes drivers have to bend the rules just to be on time, or to make a decent buck. How do drivers cope with the constant demand to pick up and deliver on time, in a world where mistakes happen and where delays are constant and rather unpredictable? Let’s talk about how to deal with dispatch pressure.

First, you have to understand the law, and follow it to the letter. Do you remember that little green book your company gave you (The Federal Motor Carriers Safety Regulations Handbook)? It looks like a lot of legal gibberish and it may be intimidating to think about reading the whole thing, but, if you want to win arguments with dispatch, you will have to read some of it. Find the sections that are important to you as a driver. It’s easy to look up a specific subject and then read a page or two about it.

Next, try to understand the thankless job of being a dispatcher. Next to drivers, these people are probably the least appreciated in the business. And talk about being a scapegoat? You know how everything is always the drivers’ fault? Well, whenever it’s not, it has to be the dispatchers fault. Drivers may be at the bottom of the totem pole so naturally they almost always get the blame, but dispatchers are next up (on the pole) and they catch grief from both ends (from the drivers and from management). Go and watch your dispatchers at work. See how they handle fifty loads and forty drivers at the same time. It’s no wonder they forget things - they have too many things to do. Even drawing charts and taking notes, one person can’t possibly remember everything.

Don’t be a complainer. Some drivers just love to complain about everything. These whiners take up a lot of valuable time, and believe me, the dispatchers know exactly who they are. While a lost driver may be waiting on hold, standing in the rain, the dispatcher is busy pacifying another driver who is just complaining about things not even under his control. Then, when he really needs something, the dispatcher thinks he is just complaining again, as always. So, if you want your words to mean something, don’t complain until you can suggest a solution (and make sure you tell the right person - not just another complaining driver.)

Communicate your feelings - speak up. You are a human being with needs, expectations and dreams, not some robot that runs and runs without any rest. While it’s not good to complain about every little thing, it is important to speak your mind about certain things. If you hold all those feelings inside, they will just build, until you explode or quit. It is much better to warn them (dispatchers) tactfully. Rather than tell them you will quit if they ever ask you to do “that” again, try telling them simply that you would never do that again, without using the “Q” word, which sounds threatening and may put them off - unless of course you actually mean it. They say you have to stand for something, or you’ll fall for anything. Don’t get a reputation for being the fall guy.

Know what to do when you get a bad dispatcher. Yes, every once in a while a total lame-brain will come into your life. Knowing how to get around him is usually better than trying to go through him. So, rather than trying to convince him that he’s an idiot (because that never works), learn the chain-of-command at your company and know who to call. You can usually find someone in the safety department to talk to, or they can at least tell you who to talk to. You could also simply ask for another dispatcher. I’ve done this a few times, at different companies, and it really works. You can usually get a new dispatcher, one who understands what a driver has to go through, just by asking. You might be surprised.

The companies and/or dispatchers who try to push drivers to do illegal things are usually very slick in their technique. They put all the weight on the driver. That way, if you blow it, it’s your fault. Drivers need to know how to toss the ball back to them. For example, if your dispatcher says, “This load must be delivered on time. Tell me now, before you go pick it up, if you can make it on time or not.” That statement puts the decision squarely on the drivers’ shoulders. You can put the responsibility right back on them by saying something like, “I’ll do my best, but keep in mind that I have to sleep tonight.” Or, “I always do all I can, within the limits of the law.” Or, “I just spent four hours waiting on the dock! That doesn’t leave me enough time to make it, legally.”

Plan, and communicate your plan. As soon as you get your dispatch, look at the map and plan your trip. If you think there may be a problem, call them back right away and explain. Don’t wait until you are running too late to be able to do anything about it.

Dispatching is a stressful and mostly thankless job. If you have a bad dispatcher, learn how to deal with him or her in a way that makes everyone’s life easier. But don't let them push you around. If you are one of the lucky ones who happen to have a great dispatcher, tell them so. Let them know that you appreciate them and all they do. You might just make their day. For more insights and observations about truckers and trucking, visit www.bigcitydriver.com today.